The player from Greece had requested a withdrawal three weeks ago but had encountered ongoing delays with no resolution, despite resubmitting his request. He had expressed concern that the casino might have been withholding winnings from multiple players. The Complaints Team had extended the inquiry period to allow for further communication; however, due to a lack of response from the player, the complaint was closed at that time. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Pistolo Casino - Player is facing delayed withdrawals.
Closed
Our verdict
Player stopped responding
Amount: €500
Pistolo Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
From what I've seen, they have a lot of this issue with this particular casino... they don't send the money you win at all.. I've been waiting for 2 weeks and they keep saying the same thing.. I finally sent it back and sent it again and I'm now in the one week wait.. I wanted to know if anyone sees the complaints that are being made to put them in their place.. or they will close one day with our money in their pocket!!
Automatic translation:
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4 months ago
Hello,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you. Please do not cancel your withdrawal request after the 14-day period elapses.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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4 months ago
Dear mantzounis84,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
